AccountId: 011433970860
ContactId: 59b76980-d233-4a2f-ab73-19a1896886dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124550 ms
Total Talk Time (AGENT): 63541 ms
Total Talk Time (CUSTOMER): 41722 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/59b76980-d233-4a2f-ab73-19a1896886dd_20250513T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to check on the claim status please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII], was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's 966-733.
[AGENT][NEUTRAL] And what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. And what was the date of services client [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, [PII] for $200.
[AGENT][NEUTRAL] OK, bear with me just a moment, [PII], the policy number you gave me, uh, it terminated [PII]. Uh, so if you give me one moment, I'm gonna see if she had one that was active during that date of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she did not. This was the only uh policy she had with us. Did you still want me to check to see if that claim's been received?
[CUSTOMER][NEUTRAL] Yeah, let me check real quick let me view the claim and see if she's under.
[CUSTOMER][NEUTRAL] This is her or OK it should be under an [PII].
[AGENT][NEUTRAL] Yes, yes, uh, I do see [PII] listed under this policy. Um, however, again, it, it did terminate [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK. No, I mean if she didn't have any policy, then you know no wasting time looking for it. OK, alright, thank you. What was your name?
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] You're welcome. [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That's it thanks [PII] have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.